For some people, getting excited about a new project means diving right into the “fun stuff.” Working to fix up that cool classic car you just bought, or painting a landscape that inspired you. The temptation is to pick up the wrench or paint brush and dive in. But even artists and mechanics need a plan, and so do CX experts. And a critical area of planning for customer experience is communications. It’s important to know your audience and why you’re collecting data in the first place and planning your communications should be one of the first things you do. Host Steve Walker welcomes Molly Work, associate vice president in client services at Walker, for a discussion on the importance of communication - internally and externally - to improve customer experience.
Episodes tagged “communication”
In the grand scheme of things, customer experience is still a newer practice. While it’s growing as companies and organizations realize its potential, there are still few options for formal education and training in CX. And that can make things difficult for CX pros trying to engage the entire company in customer experience efforts. So how do you raise the level of expertise across your organization? Host Steve Walker welcomes back Drew Hall, vice president and team lead for advisory and managed services at Walker, for a discussion on expertise building.
Special Episode: Live with CXPA – Communication Strategies for CX Leaders
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Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schrader, CX strategist at Farm Credit Service of America, for a discussion on ways for CX leaders to improve their CX program’s visibility and build a reputation as a valuable part of their company’s strategy.
Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult times.
Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcomes guest Mark Slatin to discuss how Sandy Spring Bank synchronizes all their CX efforts through an innovative educational program that includes cross-functional activities.
In the third of the series "10 Traits of Effective CX Leaders," Steve welcomes guest Kristina Kittle, a consultant at Walker Information, to help explain the importance of communication skills as a trait for effective CX leaders.